FF service activation without ONT

[#1]

Moderators Note

This topic has been moved from Full Fibre to My Order

[#2]

@Ffmagic ONT exists with active service

Yup, computer says there's an ONT, and with active service???

Normally, in this situation I'd suggest that , if the person has recently moved to the property, that they go searching for the CSP box and missing ONT, but since youve lived there for 20yrs I'd be sure that you'd have noticed if.  Openreach had sneaked in when you weren't looking and installed it😁 .

That would explain why they (Openreach) believe that activation can go ahead. Normally if the system says there's an ONT, but with no active service, then the ordering procedure will attempt to test the ONT. Obviously where there isnt actually one there, it will fault and the order is changed to a normal install. In your case it thinks an active service exists, therefore doesnt need to test.

Bottom line is you need to talk to PN. I suspect whats likely to happen is that the activation is left to continue, then when completed its obviously not going to work as there's no actuall fibre connection. At that point PN will raise a fault and send an Openreach engineer, who will be very surprised when he/she arrives to find no fibre connection!!!

The main problem with this approach is that you are going to be left without internet whilst Openreach arrange for the fibre to actually be installed, since your existing FTTC connection will has been ceased.

Hopefully someone at PN can beat some sense into OR before this happens and get them to possibly survey before going through with activation.

[#3]

and the other problem with continuing the activation is:-

A Full fibre service at an address is attached to a specific ONT serial number. Given that the system believes there's an active service, one must assume that someone else nearby actually has the service associated with the ONT in question. If your activation continues, its going to cut off someone else's Full fibre service!

@Ffmagic is there historically any confusion regarding house numbers/names or postcodes for your address ?

[#4]

Had extensive discussion with plusnet... They have scheduled an engineer visit on activation day.
So let's see what happens on the 18th Jan.
I'm keeping my fingers and toes crossed it all works out.

[#5]

Let us know.

[#6]

Latest update... PN have now finally worked out what's required to give me FF service. They have now finally scheduled a real engineering appointment for an install of an ONT Unfortunately I've now been given a new activation date with a weeks delay to the original date. So, I am very disappointed and wait to see what happens on the 25th Jan. I assume they'll pay automatic compensation for the delayed activation date... But let's see if they can get that right. This is all rather disappointing because PN had ALL the information required on the day I originally placed my order, and despite assurances at the time of ordering, I find myself being inconvenienced by the delay.

[#7]

Sounds like Openreach have finally been convinced that their system is wrong, and there is no FF already installed. That would mean the existing order has had to be cancelled and replaced with a normal install (which OR would not have previously accepted). Whilst I agree, the delay is not ideal but it will be due to the availability or OR engineers in your area. You should be automatically compensated for the delay.

In reality, having the up front delay is probably better, rather than the original date arriving, then having no FF but your existing internet cut off, and then having to wait for an engineer appt to actually install FF.